Technical Operations Analyst
Longmont, CO  / West Point, GA 
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Job Description
Technical Operations Analyst (127193)

Intrado is a global provider of communication and network infrastructure services. Intrado helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services. For 30 years, Intrado has provided reliable, high-quality, voice and data services. Intrado has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America.

Intrado's Client Engagement segment has a Technical Operations Analyst currently open in their Unified Communications Services Product Management & Development division. This position will be office based in either Longmont, CO or West Point, GA. The Analyst will be responsible for providing technical support to operations staff in the development and implementation of specific post sales strategies as they pertain to functional or technical requirements of assigned platforms; provide high level technical support in feature demonstrations, client training and delivery; assist clients with the training and the technical aspects to clients of how the products, services and/or solutions solves specific client problems; maintaining and updating operations knowledge with accurate up-to-date information; provide assistance with the development for new and existing features while ensuring accurate information is maintained; create and maintain details around bug impacts, root cause and workarounds for the various platforms. The ideal candidate will have extensive knowledge of Cisco WebEx and a passion for customer service.

MAJOR JOB ACCOUNTABILITIES

Operations Support Functions
Responsible for maintaining and updating a searchable
knowledge base with accurate up-to-date information (e.g., technical issues, webcasting,
features, technical capabilities, product documentation, etc.), while adhering to corporate and
departmental policies and procedures
*Provide assistance with the development for new and existing features while ensuring accurate
information is added to the assigned knowledge base
*Identify and correct issues related to assigned knowledge bases in order to ensure reliability and
accuracy of information
*Coordinate with assigned internal team members (e.g., operations, etc.) to ensure client requests
are integrated and deployed as scheduled
* Collaborate with internal and external teams to ensure that trouble issues are identified and
resolved in a timely manner
*Provide consultation of product and development documentation on new features and other
technical matters before internal and external distribution
*Compile accurate documentation of technical issues, bugs identified, and preventative measures
when the root cause is obtained
*Continually review technical capabilities and provide recommendations in order to meet
business needs while meeting technical standards
*Analyze and evaluate current technical systems to determine areas that need improvement
*Review analysis with clients evaluating and discussing possible solutions and providing
technical recommendations
* Maintain a centralized knowledgebase to be utilized by internal teams and external clients (e.g.
Sales Engineering, Operations, etc.) in order to ensure their own respective knowledge-bases are
up-to-date with the latest and most accurate information regarding bugs and fixes

Technical Support Functions
Provide technical support to operations staff in the development
and implementation of specific post sales strategies as they pertain to functional or technical
requirements of assigned platforms while adhering to departmental and corporate policies and
procedures
*Provide technical support in feature demonstrations, client training and delivery
*Assist clients with the training and the technical aspects to clients of how the products, services
and/or solutions solves specific client problems
*Consult with clients to evaluate technical problems and present technical solutions and deliver a
clear and concise root of cause when necessary
*Responsible for improving the client experience and client retention on at-risk escalations by
assisting with technical resources and coordinating the troubleshooting progression
*Interact with internal departments to consult on solutions to meet post sales requirements and
conduct operational support calls
* Prepare solutions based on client requirements and provide support throughout the event cycle
to the client and assigned staff (e.g., Operations, etc.)
* Accompany operations staff on prospect site or field visits to assist in conducting presentations
in areas of expertise, helping to answer prospect's questions and perform pertinent training of
systems or applications
* As requested by operations staff, interface with clients to evaluate and understand their
program requirements from a functional and technical perspective
* Translate requirements resulting from post sales efforts and communicate to the appropriate
application or systems technical group
*Responsible for building test plans based on client requirements in a timely and accurate
manner
* Act as liaison to support all communications efforts between technical group and the client
*Work with product teams to determine technical solutions in response to new service, features
or functionality requests
*Coordinate internal technical resources to ensure successful implementation of products and
Services

Problem Resolution
Proactively oversee the activities involved in quality resolution of
problems related to area of responsibility
* Respond with a sense of urgency to problems escalated to employee's level
* Escalate to supervisor any situation outside the employee's control that could adversely impact
the services being provided
* Place the highest priority on providing quality service by ensuring the unique needs of
internal/external customers are met
* Ensure quality resolution and thorough and accurate documentation of issues
* Provide analysis and feedback to management staff and appropriate departments regarding
recurring problems, recommending improvements aimed at reducing future occurrences of
problems
* Participate in creating, administering, and continuously updating procedures for resolution of
all related issues

Team Interface/Customer Service
Establish and maintain a professional relationship with
internal/external customers, team members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Provide quality customer service that exceeds customer expectations and improves level of
service being provided
* Treat all internal/external customers, team members and department contacts with
dignity/respect
* Escalate to supervisor any situation outside the employee's control that could adversely impact
the services being provided

Mental and Physical Requirements
*This position will be exposed mainly to an indoor office environment and will be expected to
work near or around computers, telephones, and printers
*The nature of the work in this position is sedentary and the incumbent will be sitting most of the
time
*Essential physical functions of the job include typing, grasping, pulling hand over hand, and
repetitive motions to utilize general computer software/hardware continuously throughout the
work day
*Essential mental functions of this position include concentrating on tasks, reading information,
and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned
* The job description documents the general nature and level of work but is not intended to be a
comprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities
to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such
Accommodations

Qualifications
Education
* Bachelor's degree from an accredited college or University with major case work in computer
science, marketing, engineering, business administration, or related field required
* Equivalent work experience in a similar position may be substituted for educational
requirements

Experience
* Minimum two years software engineering or technical sales experience required preferably in a
telecommunications and/or conferencing environment
Based on area of assignment:
*Minimum 1 year network experience in a corporate setting preferred
*Minimum 1 year of Flash based experience preferred
*Minimum 2 years of Webcasting/Streaming experience preferred
*Minimum 1 year knowledge of Project management experience a preferred
*Minimum 1 year experience with multiple operating systems preferred
*Minimum 1 year knowledge of multiple Microsoft Office versions (2003 - 2010) preferred
*Minimum 1 year knowledge of familiarity with Unified Communications offerings (e.g. Office
365) preferred
* Minimum 1 year knowledge of internet browsers use and configuration required
* Minimum 1 year knowledge of technical understanding of web product offerings as well as
audio platform integration with these offerings preferred

Other
*Intermediate knowledge of MS Word and Excel required

Intrado is connecting people and ideas.
We are delivering on their potential.
We are improving the way we work and live.

At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.

We Connect. We Deliver. We are INTRADO.

Applications will be accepted through 02/07/2020.

Equal Opportunity Employer/Veterans/Disabled

 

Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
2+ years
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